About the Department:

Auxiliary Services and Operations (ASO), Technology Services department provides technology support, guidance, and training to the division of Auxiliary Services and Operations. The department seeks to build collaborative relationships with its customers and deliver complete business solutions that streamline processes, eliminate redundancies, and foster growth. Technology Services offers a variety of technical services that support and advance both divisional and university-wide goals. Technology Services identifies technologies to improve business processes, provides guidance for hardware purchases, identifies software solutions, supports event spaces, and provides insight and information concerning the latest IT trends.

About the Position:

The Application Analyst serves as a team member of the Auxiliary Services and Operations, Technology Services department. The objective of this position is to provide Information Technology (IT) support for departmental enterprise software systems and any integrations. This position serves as the single point of contact for new systems, reviews, and interfaces with central IT for approvals. This position also provides support for desktops and other needed equipment. Further, this position ensures the confidentiality and security of all information.

Responsibilities:

• System Support/Administration Performance Expectations:
  • Serves as the subject matter expert (SME) on all components of assigned systems related to the departmental enterprise systems, including overall system functionality, reporting, interfaces, and other modules;
  • Ensures all systems are managed and maintained in an industry compliant manner;
  • Works with users to develop and implement department specific processes and procedures for overall use of systems, as well as troubleshooting documentation for all assigned systems;
  • Works with vendors to troubleshoot software, understands implementation and features, and updates users as necessary;
  • Develops and provides training for staff on software use and function;
  • Provides guidance and direction for implementation of new features or processes within software. Further, sends out status reports, as appropriate, for stakeholders on users;
  • Supports and maintains peripheral devices that department software relies on; and
  • Provides support for departmental events, both on site and at remote sites.

• Process Development/Documentation:
  • Assists other functional areas with process development as it relates to the assigned systems;
  • Creates and maintains Standard Operating Procedures (SOPs) for functions and processes related to applications and workflow;
  • Creates and maintains user support documentation for assigned systems;
  • Develops best practice and standard operations processes for assigned systems/applications;
  • Develops technical design and documentation of application dependent data;
  • Collaborates with staff in process development as SME on the software and associated technologies; and
  • Assists with audit responses, providing accurate responses and following up on action items.

• System Integration:
  • Works with units inside and outside ASO to develop integrations with other systems;
  • Develops methods for transfer of data to and from the housing management system utilizing APIs/SDKs and/or developing scripts;
  • Ensures that integration processes are secure and follow industry best practices; and
  • Performs scheduled reviews of integrated processes and makes enhancements where necessary.

• Training:
  • Develops current, useful, and maintainable training methods and materials for user training of systems;
  • Provides user training to both fulltime and student staff on an on-going, annual schedule and as needed;
  • Identifies staff training needs and makes recommendations for training;
  • Enforces University computing policies and Technology Services policies surrounding applications and systems; and
  • Provides customer service to users to ensure applications are being used productively and appropriately.

Required Qualifications:

• High school diploma or equivalent;
• Experience in application administration or technical support delivery;
• Experience working with vendor customer support on issue resolution;
• Experience upgrading software applications;
• Demonstrated professional experience in supporting customers and processes;
• Demonstrated experience in building user documentation and training users;
• Demonstrated experience training a diverse group of users;
• Knowledge of system administration and patching;
• Ability to generate/maintain system documentation and process documentation;
• Ensure the security of systems and data using least privilege principle;
• Implementing industry best practices in application/system management;
• Strong written and verbal communication skills including building user documentation and training processes, and training diverse groups of users; and
• Skills in troubleshooting and repairing IT issues.

Preferred Qualifications:

• Bachelor’s degree in related field;
• Experience with project management, systems planning, security principles, and general software management best practices;
• Experience with assessing test scenarios, developing appropriate use cases/test plans, and quality control;
• Ability to develop system requirements for both new systems and enhancements/additional modules for existing systems;
• Skill in maintaining/patching both Windows and Linux systems;
• Demonstrated ability to work with customers and understand the business needs concerning software applications;
• Proven ability in supporting a customer’s experience with an enterprise system;
• Proven ability providing strategic leadership and oversight for enterprise systems;
• Ability to work independently in a fast-paced, diverse environment; and
• Ability to multitask, problem-solve, be detail-oriented, and manage competing priorities.

Instructions to Applicants: 

For full consideration, applicants must apply for the Application Analyst at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume.

Posting Open Date:  July 29, 2024

For Full Consideration, Apply by:  August 14, 2024

Open Until Filled?:  Yes